Tech Support Specialist

POSITION OVERVIEW

Reporting to the Senior Director of IT Operations, the Tech Support Specialist works with the IT Team to provide systems support for end user systems including troubleshooting, diagnosing, resolving, and documenting.  The Tech Support Specialist engages users remotely and onsite to address any technical issues they encounter.  Also acts as the technical point of contact while onsite at any of URI’s locations.

Salary: $50,000 - $60,000

MAJOR DUTIES AND RESPONSIBILITIES

• Respond to users to troubleshoot support requests.
• Document incidents, problems, interaction, and resolution within the service desk application and communicate status of problems to the users.
• Provide technical guidance and support services to the field offices.
• Install and maintain desktop hardware, software, and peripherals.
• Distribute computers to new and current employees as needed.
• Collaborate with IT Operations to ensure efficient operation of desktop, server and cloud environment.
• Participate in projects including but not limited to implementing new IT technologies.
• Work closely with vendors and/or consultants providing technology services to URI.
• Provide on-call and on-site support as needed to maintain uptime in the production environment.
• Performs other related duties as assigned.

SPECIFICATIONS FOR EDUCATION/CERTIFICATIONS/LICENSES 

• A.S. or equivalent in Information Technology required.
• ComTIA A+ Certification a plus.
• Driver’s license and having access to a car a plus.

REQUIRED SKILLS AND EXPERIENCE 

• Knowledge of Microsoft Windows Operating Systems and Microsoft Office suite.
• Familiar with Best Practices for Cybersecurity.
• Knowledge of PC Software/Hardware installation, troubleshooting and repair.
• Knowledge of creating documentation including Knowledge Articles, Technical Specification documents and FAQs.
• Excellent customer service skills.
• Ability to multi-task, exercise patience and professionalism during stressful situations and follow established guidelines and instructions.
• Excellent verbal and written communication skills.
• Ability to work independently.
• Knowledge of Windows active directory environment.
• Knowledge of Cloud technologies including Microsoft Azure.
• Familiar with the use of  remote tools to support a remote workforce.

SPECIFICATIONS FOR PHYSICAL REQUIREMENTS 

• Will be required to travel to various program sites within the 5 boroughs of NYC.
• May be required to sit for long periods.
• Will be required to read information on computer screen.
• Will be required to use computer keyboard and mouse.
• Will be required to look at computer screen for long periods of time.

All new hires, interns and volunteers must provide proof of COVID-19 vaccination prior to their start date unless they have requested a reasonable accommodation for medical, disability or religious reasons from URI’s People & Culture, peopleandculture@urinyc.org.